INTRODUCTION...2 LOGGING IN...2 Homepage:...7 Current Location (1)...8 Account (2)...9 Equipment (3)...9 Services (4)...10 Billing (5)...11 Customer Support (6)...13 Status (7)...14 Reports (8)...15 Search...16 Organizational Hierarchy...17 Bottom Links...18 How To:...18
ADD ADITIONAL USERS:...18 LOAD EQUIPMENT...19 Order Equipment...21 Allocate Charges to the Account...23 Allocate Charges to the Subscriber Level...23 Change Rate Plan:...24 FEATURES:...24 Device Swaps:...24 Bulk Transactions:...26 CONCLUSION...26 INTRODUCTION Wireless Manager is an online application that allows customers to perform the majority of their customer care functions online without the intersession of a Customer Care Representative, in most cases. Amongst other things, customers are able to perform subscriber level changes, move units to different payment responsibility entities, view billing information, change rate plans, order equipment and many other actions that are real-time changes. This reference guide will detail those items and many other functions. In addition, it will also cover who to contact in the event that you need additional assistance with Wireless Manager Site support. We hope that you find this manual to be helpful. If you don t, please let us know by emailing us here: http://ecenter.custhelp.com/cgibin/ecenter.cfg/php/enduser/ask.php. Thank you! LOGGING IN 1. Go to www.sprint.com 2. Click business on the top right of the screen.
3. Click learn more under Telecom Manager ecenter
4. Click on wireless 5. Click on Sign On next to Wireless Manager under Account Management
6. Enter your Username and Password in the open fields and then click Go. ***REMEMBER*** Your Username and Password are case sensitive, so enter them exactly as they are provided to you. You will be allowed three (3) attempts at logging in to Wireless Manager before your account is LOCKED. Should you accidentally lock your account, simply contact the ecenter Support Team at 1-888-800-5558 or click this link to email us: http://ecenter.custhelp.com/cgi-bin/ecenter.cfg/php/enduser/ask.php to get your account password reset. Homepage: After you login, you will be taken to the Wireless Manager Home Page. Important links on this page include the Navigational Links, Informational Bar, Current Location, Global Search, Organizational Hierarchy and Additional Links. HOMEPAGE Additional links (upper right corner) Reference Guide (1) Houses the Reference Guide for Wireless Manager. Contact Us (2) contains contact information for the ecenter Support Team. We can be reached at 1-888-800-5558 or click this link to email us: http://ecenter.custhelp.com/cgibin/ecenter.cfg/php/enduser/ask.php. NOTE: ecenter Support is available to help with issues specific to Wireless Manager. You will continue to use the same support teams you currently use for issues like billing, technical support, etc.
Logout (3) Logs you out of Wireless Manager. Home (4) Takes you back to the Wireless manager Home Page. Site Map (5) Quick reference guide for the Navigational Tabs. HOMEPAGE Navigational Links (left side) Current Location (1) displays where you are located in the hierarchy. Your profile determines where you enter the hierarchy and what you are eligible to view.
Account (2) -- used to add/update contact information, billing or shipping addresses or names of personnel authorized to make changes to the account. To make changes, simply click Request Change in the beige line at the upper right. When the next page comes up, Highlight the existing information, and type the new information in its place. Once complete, go to the bottom and click Submit. A new screen will appear saying Your Update Request has been received. Below that it will give a Request ID/Confirmation number and the option to print out. Click Continue and you will return to the original address page and your changes will have been made.
Equipment (3) allows the customer to add/remove inactive units (no active plan) for use. > Drill down to the BAN or DAC level. > Click on the Equipment link. > At the Inventory Summary page, click the Manage button. > On the manage screen, select unit type from drop down list, then, enter the IMEI, ESN or SIM number and the MSN (manufacturer serial number) in the fields provided. IMEI/ESN example: 000101234567120 (IMEI=15 digits, ESN=11 digits) SIM example: 000812345678300 or 310, iden and Powersource models only MSN example: 364YFY123 or 919VDV456 (the letters do not have to be capitalized), iden models only > Click the ADD if loading units or REMOVE to unload unused/deactivated units. The option chosen depends on the action that is being processed. Equipment Options Links > Active Link displays a list of all active units on a BAN, and allows the phone to be moved by using the EDIT button. > Available Link this link displays all inactive equipment that is housed on the site, and allows phones to be moved and/or activated. > Suspended Link displays a list of suspended units marked by a lower case green s under the BAN or DAC level. > Order Equipment used to place orders at the BAN or DAC level and will be billed at the BAN level. > Order Status view status of order. > Check Out Orders accessories, inactive units, replacements > Active Orders device shipped with active service > View Equipment view equipment/accessories available to order
Services (4) -- allows search function for inactive/active phones. This link will also allow for processing single and multiple activations. The view of the service screen will be different depending on the hierarchy level. BAN and below levels will show 2 search options for inactive/available phones (multiple activations). Above the BAN levels will show Global search options for active phones. > Accessed from Home Page or Region > Accessed from Account or Sub Account > Multiple Search, Single Search Accessing the Service Tab from the Account or Sub Account levels will show 2 search options for inactive/available phones and allows phone activation(s) to be processed. Handset allows you to search for multiple phones by Handset Type & Quantity. MEI, ESN, IMEI, SIM search for a specific inactive/available phone. Service Tab can be accessed from any level within the hierarchy.
Billing (5) --Customer is able to view past bills up to 13 months including a breakdown of the charges incurred. Bill Summary Bill Dates Drop down box housing the last 13 bills Text View Graph View (Example Below) Previous Balance $2,768.20 Adjustments to previous balance $0.00 Payments Thank you ($2,768.20) Outstanding Balance $0.00 Billing History Download Bill Data > Customers are able to input their email address and a file. > The un-billed calls will be sent to the customer via email with instructions on how to unzip and use this file. NOTE: All calls from all users will appear in the file. > The user is also able to view individual user s unbilled calls. > The user must still be on the billing tab and migrate down their hierarchy and pick the user. > Wireless Manager will have the user start on the Subscriber Un-Billed Calls Summary and select the View Calls Details. Remittance Slip: > Gives you a slip that you can print out that shows your account name, account number, and amount due. Download Unbilled Calls
> The customer will be able to view up to 20 calls on each page with the following information: > Date/Time > Type > From > To City > To Phone > Duration > Total Amount > Air Charges > Additional Charges > Toll Charges NOTE: These are estimated charges only and it may take up to 4 hours to view a user s un-billed calls. This does not include any applicable discounts or taxes. Current Bill > Gives you Monthly charges and Adjustments in more detail including all breakdowns of charges. Monthly Charges and Adjustments at Account and Sub account levels > Access and Related Items > Cellular Services > Direct Connect > Messaging Services > Data and Third Party Services > Equipment and Retail Purchases > Additional Sprint Charges > Government Fees and Taxes Current Invoice Activity > Charge Amount > Equipment - Phone $158.99 Usage > Cellular, Messaging and Data & Third Party Services Sub Accounts and Subscribers > Account/Subscriber # of Subscribers
Customer Support (6) Allows you to reach Sprint for support specific to Wireless Manager.
Status (7) The objective of this tab is to develop an understanding of how to check the status of request. STEPS: Click Status Status Search screen appears Enter search criteria NOTE: The criteria available for searches are: Category, Status, Date From, Date To, Request ID, Initiator, Contact Tel, PTN1, IMEI/SIM and PTN2. Click on the Search button. NOTE: Not all search criteria needs to be populated. Status Search results box appears. Click on the Request ID link to view the details of the individual requests in the queue. There are several ways to search within the Status Tab: > Category > Status > Request ID > Order ID > Date (to/from) > PTN/Mobile# > IMEI/SIM
The status tab has no limit to the number of request/confirmation id s that it will hold. The request id numbers are listed by date. Reports (8) Navigate back to the highest level and then click on the reports tab. There are only two reports that can be pulled in Wireless Manager and they both ask for a required email address (any valid email can be entered). The first report is the Account Summary Report. With the level that you are currently at in your hierarchy, this report will tell you the names of both your accounts and sub-accounts (if the account has sub-accounts), the cell phone number, direct connect number and the number of phones that you have that are active, inactive or suspended. The second report Account Detail Report offers more information and it still has to be emailed to the customer. The Account Detail Report will give the alias names on every phone on the account, along with cell phone and direct connect number; the IMEI or SIM number on the phone depending on type/model of unit and rate the phone is active, inactive or suspended. If the customer has more than one BAN and several DACs, then navigate to a BAN level and advise that they can run the report from different levels. Point out that if they go to a DAC level, they can run the report and will get a report for that DAC only. When pulling the report, the customer will receive a message that it takes up to 24 hours to receive the report. In some cases it may be shorter depending on what level the report is pulled.
Search Global search function. On the left-hand side of the Home Page is a Search box. You can search for any handset in any node that is within the organizational hierarchy to which you have access (determined by User ID and security profile). Name/Alias (3) Must enter a minimum of 3 characters IMEI/SIM 15 digits PTN Personal Telephone Number (excluding dashes) Direct Connect # Must enter full Direct Connect Number including asterisk Request ID 9-digit number which tracks activity on Wireless Manager Site
Organizational Hierarchy Hierarchy nodes below the user s current location. This displays all of the nodes beneath your present location in the hierarchy. The organizational hierarchy display is very similar to Microsoft Windows Explorer; think of it as a series of folders. The Current Location bar at the top of the screen shows you where you are and the Organizational Hierarchy section shows you what is beneath you. Clicking on the node hyperlinks takes you to that node and then displays what is beneath that node. The user can easily drill-down through levels of the account hierarchy by simply clicking on the appropriate link in the Organizational Hierarchy Structure. The organizational links will navigate you through the different hierarchical levels of your account, whether it is a BAN, Department, Branch, DAC or Subscriber. The Organizational links conclude in a listing of all the individual handsets within that hierarchy, showing you the active and inactive subscribers. Through the hierarchy, the user can easily reach the individual subscriber level providing the ability to view all details of a particular handset. MSN MSN Lookup Tool. Enter your 15-digit IMEI and click search to find its associated MSN.
Bottom Links > Copyright and Disclaimer Notice Legal information and disclaimer. > Acceptable Use Policy and Visitor Agreement Terms of the visitor agreement. > Privacy Policy An understanding of our privacy practices. > Contact Us How To: ADD ADITIONAL USERS: STEP 1 o Select Account o Select Create New User o Complete required fields and Click Submit
LOAD EQUIPMENT NOTE: Equipment and Accessories can only be ordered from the Main Account/BAN or Sub Account/DAC level. These levels are marked to the right in blue. STEP 1 > Drill down through the hierarchy, down to the Main/BAN or Sub/DAC Account level. STEP 2 > After choosing the Main Account/BAN or Sub Account/DAC, then click on the EQUIPMENT Tab. STEP 3 > Click Manage.
> Choose phone type from drop down menu. > IMEI/ESN based phone: enter IMEI or ESN in first box only. > SIM based phone: enter SIM and MSN (this is the alpha/numeric serial number SN or EN found under the battery and for SIM based equipment only). STEP 4 > Clicking add loads the inactive phone(s) into Wireless Manager without adding charges. > Clicking Remove takes the inactive phone out of Wireless Manager.
Confirmation Page Once Add is chosen on the previous page the system will generate a confirmation message that will include a confirmation/request id number, and the IMEI or SIM number as shown in the examples. NOTE: To repeat the Add or Remove process click on Continue. Order Equipment There are two types of orders: > Checkout (replacement or inactive phones, swapped and accessories only). Note: When ordering accessories only, phone quantity is not needed. > Activate (phones will be shipped with active services). Check Out Orders 1. Enter number of phones and accessories to be ordered in the quantity box. 2. After quantity is entered, scroll to bottom of page and click Add to Shopping Cart. 3. Fill out all Shopping Cart Information A. When the quantity is changed, click Recalculate button to calculate new total. B. All areas marked with asterisks* are required fields. C. The Shipping address can be changed by clicking on the link. D. There are 3 options for Shipping Method which will determine the delivery time of the order. E. When On Bill is chosen, the PO# becomes a required field which has a 20 character limit and is used for tracking purposes. F. Click on Check Out or Activate at the bottom of the page.
These steps are part of the process for both Check Out and Activate orders 4. Validate all information and enter additional requests in comment box located at the bottom of screen. 5. Click Approve located at the bottom of the page to finalize order and to send information to the Status Tab. 6. Once Approve is chosen, the system will generate a confirmation message and number. To Continue the order for active equipment: 7. After rate plan is chosen click View Details for all features associated with the plan. 8. Features and Services detail page shows general and optional features for the rate plan. After options are chosen, click on the Continue button. NOTE: Only current features are loaded to the Wireless Manager site. 9. The red circles on the screen shots show the items that must be chosen to activate the Cellular and the Dispatch (Push To Talk) These options are marked by an asterisk*. 10. Click Continue once all require information is chosen. > This screen is the midway checkpoint screen. Confirm that the phone type and rate plan are correct. > Then View/Update Group. 11. By clicking on the link under Handset Name, the Alias name can be added to the phone during the ordering process. 12. Always use the First and Last name fields when entering or changing alias names. When complete, click submit below. 13. Verify that the alias name has been changed and is correct and then click the Activate button. 14. Clicking the Approve button at the bottom of the screen will automatically allocate the charges to the new unit.
Allocate Charges to the Account 1. Click on the Subscriber Level Equipment Allocation link. This will allow you to apply the charges for the order to the Main Account/BAN level. 2. Click the radio button under Select which will display the allocation options. 3. Click the radio button to assign charges to the Account/BAN level. -Once the charges are allocated and Submit has been clicked, the system will generate a confirmation message with a request id number. Allocate Charges to the Subscriber Level NOTE: Phone changes can only be processed at the subscriber level, which can be located by Drilling Down through the Hierarchy or using the Search By/For option on the left side of the page. This is a list of items that can be changed: Unit Alias Name Rate Plan (future dates) Entire Number/Last 4 Digits UFMI/Member ID Voicemail Reset Talk Group Mkt/CPNI Information Subscriber REF Information Directory Listing Information customer profile listing name type Comments Field Update Subscriber allows changes to be made to the following services: Update Subscriber Button gives access to the area where most of the unit changes are processed. The changes are real time. >Rate Plan & Features >Alias Name >Reset VM Password for phone >Change Cell & Direct Connect numbers 3. Move Handset Allows the subscriber s phone to be moved from level to level (Account or Sub Account). Change Rate Plan: A new rate plan will not go into effect until the first day of the bill cycle and can be selected by clicking the SELECT RATE PLAN button at the bottom of the page. If the plan listed is an Expired Plan, only the features can be changed or a new plan selected. Once the expired plan is removed from the unit, it cannot be added back. 1. At the subscriber level, click Update Subscriber. 2. Click the plan you wish to update. 3. Select the new rate plan you would like to swap to. NOTE: Changes take affect at end of billing cycle.
FEATURES: Features can be added or removed from the current or new rate plans. Device Swaps: Swap/Flip Flop Allows subscriber s old phone to be changed out for new or upgraded phone, and exchanging units while retaining their information (PTN/mobile#, fleet, member id). 1. Click Swap/Flip Flop button to the right. 2. Enter inactive ESN/IMEI/SIM for Swap, or 2nd active IMEI/SIM for Flip Flop. The system will know the difference. 3. Verify the ESN/IMEI and/or SIM number that will appear in the boxes above the
units for a Swap or Flip Flop. 4. Click the OK button to complete the Swap/Flip Flop. NOTE: follow up with a master reset to push all changes through the system. Performing a swap/flip flop with a CDMA or Power Source device will require the phone to be manually programmed before you can use the device. The programming information can be found by clicking programming information. Port in Request: Port functionality: >Allows you to move a number to Sprint from other service providers. Select the network associated with your current Sprint number
Enter the number you would like to port, your current Sprint number, and the Area ID o Click add new row to check eligibility for up to 50 numbers Click search The port eligibility results screen will show the results of your request Select the eligible numbers you would like to port and click submit On the Port In Request Status screen, click Link Subscriber to associate each port in number with a subscriber on your account On the Link Port in PTN screen, select Link with an Active Subscriber and click Continue On the Port in PTN: Link Active Subscriber screen, select an active subscriber with equipment that meets the Wireless Network Portability guidelines. Next, click Port In Request Form On the Port in request screen, enter all required data for the port in number, including the old service provider account information Click Submit to save, submit your port request, and receive a Port in request confirmation o Once the port is successful, the old device will no longer work with your previous carrier o For CDMA devices, you will need to manually program your new device by accessing the Subscriber Screen and clicking the Programming Info link. For IDEN devices, manual programming is not required When you d like to check the status of pending requests, click Port In Request Status on the Services Menu. Enter the number you d like to port to Sprint and click Search for an update on the request Bulk Transactions: Bulk transaction functionality: >Rate Plan & Feature changes >Device swaps >User name changes >Number Changes >Device orders When requesting a transaction choose bulk Click browse to locate the list of numbers you have saved on your local drive for the bulk transaction. Within the pop up, find and select the file. Enter the email address you would like to receive the order results. Click Upload, once complete, you will receive an order confirmation.
CONCLUSION We hope that you have found this manual helpful in navigating through the Wireless Manager site. The WMCare Site Support group is available within the normal business hours of 8:00AM 5:00PM eastern time, excluding weekends and holidays. They can be reached by emailing us here: http://ecenter.custhelp.com/cgibin/ecenter.cfg/php/enduser/ask.php.